Vice President of Retention & Customer Experience, Athletic Greens
$220-265k
Natural health supplements
Job no longer available
Natural health supplements
201-500 employees
Job no longer available
$220-265k
201-500 employees
Company mission
To empower people to take ownership of their health.
Role
Who you are
- 10+ years experience in Customer Experience in executive positions within subscription business.
- 7+ years of experience leading managers, directors and senior leaders.
- 7+ years experience developing digital customer experiences (CX) via scalable digital platforms and programs.
- Proven experience in leading product managers at a high-performing and fast-paced environment.
- You’re obsessive over member and consumer data and bringing digital customer-centric experiences to life.
- Demonstrated significant experience to measure what matters when generating results that improve member experience and lifetime value.
- Highly innovative and unique thinker who is comfortable with challenging the status quo through purposeful creative questioning across all levels of the organization.
- Demonstrated ability to develop and implement programs to measure or identify brand tracking, customer satisfaction, customer happiness operational inputs and customer segmentation.
- Naturally inclined to develop and nurture cross-functional relationships in a highly matrixed environment.
- Obsessive over digital tooling, martech and data to drive intimate touch points at scale.
- Adaptability and speed are superpowers of yours in a high growth, fast-paced environment.
- Outstanding management experience with proven leadership ability to identify, develop and retain top talent.
- Enthusiastic and creative leader with the ability to inspire others.
- Executive level communication and presentation skills; executive presence.
- Naturally demonstrates an ownership and mindset for continuous learning and improvement.
What the job involves
- The role reports into the CMO and brings together qualitative and quantitative analysis, alongside creative customer-centric vision, design and strategy to design frictionless and relationship building experiences
- Lead, inspire and hold a high-performing team accountable to delivering on best practices of measuring and developing an always on and continuously improving lifecycle marketing strategy across a number of communication mediums (i.e. Email, SMS, Direct Mail, etc)
- Lead and ensure effective human-centric messaging across all touchpoints across the customer post-opt in and retention journey
- Lead, prioritize and support the team's customer-centric, fast-paced a/b testing agenda to improve on-bnoarding, retention, engagement, and reactivation
- Ensure alignment with content and editorial teams to deliver value-added content
- Connect the digital customer experiences through communication mediums and the account portal to drive habits and visibility in membership benefits
- Build partnerships with technology and engineering teams to develop automated and frictionless experiences
- Build partnerships with brand and acquisition teams to close the customer-centric feedback loops
- Lead Product Managers in developing frictionless experiences in account, subscription and membership management
- Leverage quantitative and qualitative data to break down and map out every member touchpoint post-purchase and across all segments to understand the moments that matter between day 0 value to day 90 value to build a habit and day 90+ to build membership value
- Continue to hypothesize, build and ship tests and experiences at speed that reduce cancellations, increase retention and rebills and referral rates
- Drive functional and cross-functional collaboration among the team to create actionable human-centric design of features and new concepts from ideation to specification, development, release, analysis and iteration
- Build team partnerships cross-functionally with technology, engineering, data and design to bring experiences to life at speed
- Inform the physical product commercialization efforts and roadmap through member insights
- Develop and hire a high performing team capable working in a fast-paced environment
- Measure, manage and evolve operational input metrics for the team that reduce churn, drive referral and advocacy, reduce friction, improve member success metrics that ultimately increase future member lifetime value
- Gain strong alignment cross-functionally with acquisition, brand, technology, engineering, design, data, supply chain and other teams to have them obsess over the customer pain points, customer segments, membership opportunities and member belonging to drive prioritization and roadmapping around intentional customer experience activities
- Assist in preparation of marketing plans and long and short-term strategies to drive business objectives, innovation and member impact
Our take
The health and wellness market is growing exponentially, with rising concern over personal health from consumers across demographics. But many offerings, particularly in the field of nutrition, can be difficult to implement into daily routines or come with middling scientific backing. Athletic Green supplies health supplements that are NSF certified for sport, follow the latest in nutrition science, and require only a dose per day.
Athletic Green’s foundational nutrition drink, AG1 combines 75 vitamins, minerals, and whole-food sourced nutrients in one daily serving, and boasts improvements to gut health, immunity, energy level, and post-exercise recovery – filling nutrient gaps in a way that is convenient for day-to-day use. Aligning with its belief that nutrition is a human right, the company partners with charities such as No Kid Hungry, as well as actively and visibly acting to operate sustainably.
Athletic Greens raised significant funding in 2022 that is helping to grow its subscriber base and solidify its presence as a global nutrition brand. It is achieving this through increased distribution, continued scientific research and new product launches. In 2023, Athletic Greens was awarded the Outstanding Emerging Business Award at the HUman Insights Summit, reflecting its work for self improvement through customer feedback.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Jan 2022
$115m
LATE VC
Total funding: $115m
Company benefits
- Remote Working Environment
- Unlimited Vacation
- 401k
- Medical, Dental and Vision
Company HQ
Wilmington, DE
Leadership
Chris Ashenden
(CEO)Founder and Chairman of Da Alegria (Give Joy) Foundation.
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